Scott Staines's Email Addresses & Phone Numbers

📖 Summary

Premium automotive experience with both retail and wholesale perspectives across sales, aftersales, business management and people development. I've worked with/for small, medium & large groups ranging from single site investors to some of the biggest global groups in automotive. I have worked as part of and also managed remote teams split over multiple locations. Specialties: > Business & process improvement > Understanding what drives customer satisfaction & implementing it > People development & planning > Facilitating best practise sharing > Event Management and delivery > Supplier/agency management > Project managementRegional Network Development Manager @ Responsible for all dealer network development and franchising activity for investors who operate businesses within the Greater London area. This extends my "Region" to include East Midlands, Essex, Surrey, West Yorkshire. I am responsible for capacity planning, site acquisition, new build, renovation and extension projects, business management, fall down and escalation. As part of my role I am also responsible for our overall representation strategy for Greater London, and I am also responsible for operational support for Audi City London, our digital showroom and Brand Experience facility in Mayfair and also for West London Audi, the world's largest Audi Centre occupying 7 floors adjacent to the M4/A4 at Brentford. From May 2013 to Present (2 years 8 months) Network Engagement Manager @ Working as part of the People Development Team, I am responsbile for: LEAD - Leadership Excellence & Development programme for line managers and Heads of Business in the Audi Centre Network. I am resposible for the strategic direction and fresh approach of the programme, moving away from mandated training courses and delivering bespoke development plans for each leader that reflects their development needs, personal aspirations and preferred learning style. Head of Business & Brand Director Recruitment - Overseeing the recruitment process and brand approval of senior management candidates in conjunction with market partners and Audi Recruitment Service. SEI - Staff Experience Improvement - A cultural change programme running in the Audi Centre Network and Audi UK, designed to build social capital within the businesses in order to drive business improvements. Certification and Graduation - Working to ensure that people across the Audi UK Centre network achieve the required standards of their job role qualification route and once thats done, delivering outstanding and memorable graduation events to celebrate their success. Audi Twin Cup - International aftersales test of technical and service skills and knowledge. Audi Inspire - Recognition programme to underpin our "find, develop, keep" people strategy. Customer Delight Roadshow - A 9 month live event touring the UK bringing to life the key messages of our mission to delight Audi customers and create Audi fans to over 7,000 people in the Audi UK network. From August 2011 to May 2013 (1 year 10 months) Process Improvement Manager @ National role supporting measurable business improvement through process review and change. Facilitate best practise sharing across Centres and Market Partners. Support targetted and measurable business improvement. From December 2010 to July 2011 (8 months) Service Development Manager @ Supporting day to day operation of 27 Centres across London and the South East. Focus on qualitative measures including customer satisfaction, goodwill spend, root cause analysis, best practice sharing, technical support and people development. From December 2007 to December 2010 (3 years 1 month) Customer Service Manager @ Customer Service Manager for North West London, Birmingham & Manchester Market Areas (14 retailers). Customer Complaints insight & analysis for all 27 retailers in group. Updated Aftersales Policies & Procedures Manual Managed BER Standards for Customer Services From October 2002 to December 2007 (5 years 3 months) Retail Sales Executive @ From August 2001 to October 2002 (1 year 3 months) Diplomatic & Export Sales Customer Information Officer @ From September 2000 to August 2001 (1 year) Customer Service Representative, Mercedes-Benz Customer Assistance Center N.V. Maastricht @ From December 1998 to September 2000 (1 year 10 months) Advanced Business & Finance, Economic, Law, Marketing, International Trade, IT @ Bedford College From 1994 to 1996 Scott Staines is skilled in: Supplier Management, Project Managment, Customer Satisfaction Improvement, Business Process Improvement, People Development, Business Process Re-engineering, Customer Service Management, Budget Managment, Networking, Learning Networks, Events, Reward & Recognition, Recruitment, Customer Satisfaction, Automotive